Technical Support Analyst (Fintech)

Location: Cluj-Napoca, Romania. Hybrid work requires attendance in the office 1–2 days per week. The shift is 17:00–02:00 Romanian time to support customers in the Americas.

Salary: 83,000–104,000 RON gross annually, plus bonus, equity, and benefits.

Company

hirify.global is a fintech company providing AI-powered financial crime risk intelligence and compliance technology to organizations worldwide.

What you will do

• Provide first-line technical support for customers across the Americas through tickets and email.
• Investigate API requests and responses, authentication, rate limits, error payloads, and client integration failures.
• Read and diagnose Python scripts, including AI-generated scripts, without needing to write production code.
• Triage, prioritize, resolve, and escalate support requests to Data, Research, Implementation, Product, Engineering, Customer Success, or L2.
• Handle urgent incidents during the shift and join the regional on-call rotation after approximately six months.
• Maintain runbooks, knowledge-base articles, escalation procedures, and customer-facing documentation.

Requirements

• 2–4 years of customer-facing technical support or helpdesk experience, preferably in a B2B SaaS environment.
• Hands-on experience troubleshooting REST APIs and interpreting requests, responses, status codes, and error messages.
• Ability to read Python scripts and determine what they do and why they are failing.
• Experience with a ticketing or case-management platform such as Zendesk, Freshdesk, Intercom, or similar.
• Fluent professional English, written and spoken, is required.
• Ability to work independently from 17:00 to 02:00 Romanian time and attend the Cluj office 1–2 days per week.

Nice to have

• Degree in Computer Science, technical certifications, or comparable technical experience.
• Experience with Jira, Confluence, GitLab, PagerDuty, or incident.io.
• Incident management, on-call, VIP-account, compliance, fintech, or financial-services experience.

Culture & Benefits

• Autonomous technical work in a collaborative, low-ego distributed team.
• Hybrid office model with an annual home-office budget of 1,215 RON.
• Unlimited time off, medical insurance, Employee Assistance Programme, and optional 7Card subscription.
• Annual learning budget of 10,450 RON, prorated based on start date.
• Meal vouchers worth 45 RON per day, plus bonus and equity.